Refund Policy

1. Policy Overview

Appzster provides professional B2B technology services. Because our services involve skilled human resources, custom intellectual work, and time-sensitive project commitments, refunds are assessed case by case within this policy.

This policy applies to App Development, Custom Software, TBM Data Curation, and Staff Augmentation. Where a separately negotiated SOW contains specific refund provisions, those provisions take precedence.

2. Nature of Our Services

Technology consulting and development are different from product purchases. Services involve professional time that cannot be recovered once rendered; software and design are created specifically for each client; work is delivered progressively; and project outcomes depend partly on client inputs, feedback, and third-party dependencies.

For these reasons, a blanket retail-style refund policy is not appropriate. This policy aims to balance fair treatment with the realities of professional services delivery.

3. Refund Eligibility - Scenarios

Appzster fails to deliver agreed Deliverables

If Appzster fails to deliver Deliverables specified in the SOW and cannot remedy the failure within a reasonable time, the Client may be eligible for a proportionate refund for undelivered Deliverables.

Appzster terminates without cause

If Appzster ends an engagement without cause before completion, fees paid for work not yet delivered will be assessed for refund and completed work in progress will be provided as appropriate.

Client cancels after commencement

Fees for completed work are non-refundable. Any advance balance beyond completed work, committed third-party costs, and reasonable wind-down costs will be assessed and reconciled in writing.

Deliverable does not meet specification

The primary remedy is rectification under the defect process. If rectification fails after reasonable attempts, a partial or full refund for the affected Deliverable may be considered against the written SOW.

Change of mind, client-caused delay, or subjective preference

Refunds are generally not available where a client changes business direction, fails to provide required inputs or approvals, or is dissatisfied with subjective creative output that conforms to the agreed specification and revision process.

4. Deposits & Advance Payments

Typical arrangements may include a 30-50% project advance, first month in advance for staff augmentation, or advance payment for discovery and design phases, as specified in the applicable SOW.

• Cancelled before work starts: an advance may be refundable minus reasonable administrative or onboarding costs, subject to written notice within 5 business days of SOW execution.
• Cancelled after work starts: the advance is applied to completed work and eligible balance is assessed under the cancellation terms.
• Discovery and design: amounts are generally non-refundable once those custom phases begin.

5. Milestone-Based Payments

Where projects use milestones, payment is tied to the relevant Deliverables. The Client receives the review period specified in the SOW to accept or raise documented issues. Accepted milestones are non-refundable. Where a milestone is disputed, the defect rectification process applies before refund consideration.

6. Staff Augmentation - Refund Rules

6.1 Time-Based Billing

Time properly worked by a specialist is a consumed resource and is generally non-refundable.

6.2 Two-Week Fit Guarantee

If the Client notifies Appzster within the first 10 business days that a specialist is not the right fit, Appzster will seek to provide a replacement without an additional placement fee. Time already worked remains payable.

6.3 Advance Retainers

Where a monthly retainer is paid in advance and the engagement ends under the SOW notice terms, the pro-rated unused amount after the effective end date may be refunded.

6.4 Non-Performance

If a specialist is unavailable or fails to perform to a reasonable standard, Appzster will provide a replacement or a credit for unbilled time, as appropriate.

7. Project Cancellation Terms

Cancellation is governed by the SOW and our Terms & Conditions. On cancellation, the Client pays for completed and in-progress work, non-cancellable third-party costs, and reasonable wind-down costs. The Client receives completed Deliverables, available work-in-progress materials, and a written reconciliation of fees paid, fees due, and any eligible refundable balance.

8. Defect Rectification Before Refund

Before a refund is considered for a non-conforming Deliverable, the Client should submit a written defect report referencing the SOW. Appzster will acknowledge the report, assess the issue, and propose a remedy. If reasonable remedy attempts do not resolve a validated material defect, a refund assessment may proceed.

9. How to Request a Refund

Send a written request to billing@appzster.com with the Client name, project name, relevant invoice numbers, amounts, basis for the request, and supporting documents.

• Acknowledgement: within 2 business days.
• Initial assessment: within 7 business days.
• Resolution or escalation: normally within 21 business days.
• Approved refund: normally within 14 business days of approval.

Approved refunds are normally returned by the original payment method where technically feasible, in the original payment currency. Bank charges may apply.

10. Tax Treatment on Refunds

Refunds and related invoice adjustments are handled in accordance with applicable tax law. Where required, Appzster will issue a credit note or other relevant document. Clients should obtain their own tax advice regarding GST, input tax credit, withholding tax, or other tax treatment.

11. Refund Disputes

If a Client disagrees with a refund assessment, they may request internal escalation in writing. The parties will then attempt good-faith negotiation. If unresolved, the dispute process in the Terms & Conditions applies, including mediation or arbitration where agreed.

These disputes are governed by Indian law and, subject to an applicable written agreement, are subject to Udaipur, Rajasthan jurisdiction.

12. Contact for Refund Queries